Purpose The purpose of this paper is to provide delay announcements for call centers with hyperexponential patience modeling. The paper aims to employ a state-dependent Markovian approximation for informing arriving customers about anticipated delay in a real call center....

Purpose – The purpose of this paper is to provide a framework for the optimal design of queueing systems of call centers with delay information. The main decisions in the design of such systems are the number of servers, the appropriate control to announce delay anticipated....

In this paper, we analyze a call center with impatient customers. We study how informing customers about their anticipated delays affects performance. Customers react by balking upon hearing the delay announcement and may subsequently renege, particularly if the realized waiting time exceeds the...